Poor customer service
BOTHELL, WASHINGTON -- In response to a recently received XM correspondence asking me to extend my 3 mos. trial radio service on a newly purchased GM car, I called XM customer service approx. 1/30/08. That was my first mistake. Not wishing to make a difficult to correct online error, I thought telephone communication would be the wiser thing to do. And all seemingly went well. I booked 12 more mos. service at approx. $142 plus tax. I then saw an XM page that informed me I could have online service for free since I already had auto service. How cool can this be I thought; More tunes for the same money. So I called again the next day. Spoke with another service rep. who was on the ball and advised me that since I had two cars with XM service - another GM car purchased 6/05 - I qualified for the $6.99/mo rate on the second car. So he saved me money. True. But the first service rep. had failed to catch this point and had, in effect, charged me more for the second car than he should have. The second service rep. also consolidated the two radios - 2 cars - under one account number. Once again, he's on the ball.
Finally we get to the online service issue. He directs me to a link that I can used to register for the online service. But I know from prior investigation that this linked page includes a billing information page that needs to be completed. If the online service is free because I already have paid auto service, why do I need to complete a billing info page? He offers to walk me through - he's a helpful, competent guy. I say no, I'll try it myself. You've generously given me plenty of your time. That was my second mistake. I go to the link. For more than an hour I try to negotiate it w/o having to complete the billing info page. No can do. I call back and speak with a third service rep. I explain my concerns about completing the billing info page. She has a note of hesitancy/uncertainty in her voice. Go ahead and complete it, she says. Again I express my concerns. No, that's OK, she says, still w/hesitancy. Go ahead and fill it in. I do what I'm told; after all, she's the knowledgeable person. That was my third mistake. Knowing how these things tend to work, about an hour later I check my email.
Sure enough, there's a message confirming my online service order with the specification of a $7.99/mo plus tax service charge. Thought it was free, didn't you. Now reader, please note that of the three service reps. I had spoken to within a 24 hour period two had made mistakes that had the effects of charging me more money than I was supposed to be charged. I call back and explain the issue to a fourth service rep. - while gritting my teeth and explaining that I am trying, oh how I am trying, to control my irritation. Well, at that time of evening they don't have staff that are authorized either to correct or cancel your service. They only have staff who are authorized to sell you service. Funny how that works. You'll have to call back tomorrow. I call back in the morning. I speak with what seems to be a more senior service rep. person: Very professional, very accommodating, very apologetic. After all, she's the person customers talk to when they're about to terminate service. Consequently her principal responsibility is to hold on to booked business. She offers me service at a reduced rate etc., etc. Too late. I thoroughly enjoy the music in the car, no complaints whatsoever, but the jerked around factor has become too much. Maintain the radio service in the 05 Malibu - that person can't continue life w/o it -but cancel the service both in the new car and online I tell her.
All I want is never to speak with XM again. So I have my new car, and I have approx. 6 more weeks of XM auto radio service. But that's it. Do I believe anyone of the several XM persons I spoke to was less than honest and eager to serve? Absolutely not. Everyone of them, I believe, acted in accord with corporate process instructions and a genuine desire to do their job well and take care of the customer. But that brings us to the question of corporate process and the management/executive level mental giants who establish those processes. Do I believe that any of those persons would ever create a process that they suspected might confuse and hamper the customer in such manner as to benefit the corporate bottom line? What do you think? Do I believe that those same persons care as much for the customer's informed benefit as they do for their own bonuses and promotions? What do you think? Do I think that those persons might skimp on employee training and customer service in order to increase the bottom line and thereby their own rewards? What do you think?